Technical support customer satisfaction research
Svetlana V. Begicheva - PhD in Economics, Senior Lecturer of Business Informatics Dept. Ural State University of Economics
Irina E. Zhukovskaya - Doctor of Economics, Professor of Business Informatics Dept. Financial University under the Government of the Russian Federation
Abstract
Technical support services of IT companies provide services for support, installation and configuration of software, as well as technical services for the repair of computers, office equipment, servers, etc. The article presents the results of a study to identify significant factors that determine user satisfaction with the work of a technical support service. The instrument of this study is the DEMATEL multi-criteria decision-making method. As experts in the selection of factors for analysis and evaluation of the mutual influence of factors, the technical support staff of the company, whose activities are related to the use of computer technology and information technology, acted as experts. It is concluded that the most significant impact on the satisfaction of technical support customers is provided by such factors as "complexity and complexity of the task performed", "speed of solving the problem", "time to wait for the first response" and "working conditions of the support service". Based on the analysis, problems in the work of the company's support service that affect the decrease in customer satisfaction are systematized and possible ways to solve them are given.
Keywords: technical support, customer satisfaction, loyalty, DEMATEL method, cause and effect relationships.
For citation: Begicheva S. V., Zhukovskaya I. E. Technical support customer satisfaction research. Digital models and solutions. 2022. Vol. 1, no. 2. DOI: 10.29141/2782-4934- 2022-1-2-3. EDN: XZRJYN.
